Product Service Support Manager (English & German Speaking) Coimbra

Product Service Support Manager (English & German Speaking)
Coimbra
Coimbra, Coimbra District, Portugal

Product Support Manager (English & German) £30000. 00 to £42000. 00 per year Coimbra | Cinch Cars Posted 3 days ago | Ref: PTGL137 HS

Salary: Competitive + Benefits!

Location: Hybrid working, home & BCA Coimbra (monthly visits)

Working Hours: Monday - Friday, 40 hours

Job Status: Permanent

Who we are!

The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C). This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.

The Role:

The Product Service Support Manager is a hybrid role that combines technical expertise, vendor management and
- user support to ensure the seamless delivery of vendor services and software systems. This position focuses on providing technical support, resolving
- related issues, managing vendor relationships and driving process improvements.

With fluency in both German and English and proficiency in SQL, the role involves leveraging technical knowledge and service management tools to troubleshoot issues, manage risks, and optimise workflows. The successful candidate will foster strong relationships with vendors and internal teams to enhance service delivery and achieve strategic business goals.

What you'll do:

1. Technical Support and Troubleshooting
   • Provide technical support using Service
     Now, Jira and CRM platforms to address and resolve user and
     - related issues.
   • Troubleshoot and resolve software issues using SQL queries and database management techniques.
   • Collaborate with internal teams (IT, development and customer service) to escalate and resolve complex incidents.
   • Proactively identify and implement workflow enhancements to improve software usability and system efficiency.
   • Design, implement and manage robust vendor support workflows, ensuring efficiency and SLA compliance.
   • Act as the primary liaison between vendors and internal teams, ensuring seamless communication and issue resolution.
   • Conduct service review meetings with vendors to evaluate performance and identify opportunities for improvement.
   • Use
     - driven insights to enhance vendor processes and drive continuous improvement.
2. Incident and Risk Management
   • Establish structured processes for managing and resolving incidents, including P1/P2 issues, minimising disruption to business operations.
   • Conduct root cause analysis for recurring issues, implementing preventative measures to mitigate risks.
   • Maintain vendor risk logs and proactively address potential
     - related issues using RAID methodologies.
   • Collaborate with internal teams to align risk mitigation strategies with organisational objectives.
3. Service Reporting and Analytics
   • Generate detailed performance reports for vendor services and software systems using Power BI and SQL.
   • Monitor and analyse trends in vendor performance, SLA compliance and support ticket resolution times.
   • Present actionable insights to stakeholders, facilitating
     - driven
     - making.
   • Develop dashboards and reporting tools to provide visibility into operational performance and system health.
4. Vendor and Stakeholder Relationship Management
   • Foster strong relationships with vendors to ensure efficient issue resolution and a collaborative approach to service delivery.
   • Support vendor negotiations to secure favourable terms aligned with business goals.
   • Partner with product teams to identify and drive value through changes captured via Statements of Work (SOWs).
   • Provide bilingual support during stakeholder meetings, ensuring effective communication in both German and English.
   • Configure and optimise tools like Service
     Now and Jira to align with business and vendor management needs.
   • Leverage SQL to support data integration, automate workflows and enhance reporting accuracy.
   • Train and support internal teams on the effective use of service management tools.

Knowledge/Skills/Experience:

1. Education and Certifications
   • Certifications in ITIL, Jira Administration, or a related service management framework are desirable.
   • Proven expertise in SQL for data analysis and technical troubleshooting.
2. Experience
   • Extensive experience in vendor management and technical support, with a focus on CRM and issue management platforms.
   • Proven ability to manage and resolve incidents, ensuring compliance with SLAs and KPIs.
   • Hands-on experience with service management tools like Service
     Now, Jira and Power BI for reporting and workflow optimisation.
   • Strong understanding of CRM workflows, database management and software support processes.
   • Bilingual Proficiency: Excellent written and spoken communication skills in German and English.
   • Technical Expertise: Advanced knowledge of SQL and service management platforms for troubleshooting and data analysis.
   • Problem-Solving: Strong analytical skills with the ability to resolve complex software and
     - related issues.
   • Collaboration: Effective interpersonal skills for managing relationships with vendors and internal teams.
   • Organisation: Ability to manage multiple tasks and priorities in a
     - paced, dynamic environment.
   • Adaptability: Flexible and responsive to changing business needs, with a focus on continuous improvement.

Please note that only applications submitted in English will be considered.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.